Customer Support Representative

Customer Support Representative
Fixed Pay Rate (if applicable): 18
Location: Toledo, Ohio 43659
Shift Details (Working Days and Shift Start/End Time): 8am-6pm

Shift:
•    Full time hours are normally40 hours per week. Must be able to work between 8am – 6pm, no exceptions
•    Required to attend ~ 4 week instructor led training Monday through Friday in the office.
•    Schedule:  In Office:  Monday, Tuesday, Wednesday, and Thursdays/ Remote: Friday - After training

Candidates should have the following skills and education:
•    High School Diploma or equivalent
•    Prior customer facing role or call center experience desired
•    Customer and team focused
•    Excellent verbal and written communication skills
•    Able to work in multiple internet based systems

Position Specifics: This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday.  Opportunities exist to work over-time based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varying schedules

JOB RESPONSIBILITIES
 
Provide quality service to internal and external customers.
•    Handle incoming customer calls, emails and web inquiries regarding Owens Corning’s products and warranties
•    Ensure a timely and professional response
•    Enter all relevant information regarding inquiries into Owens Corning’s system
•    Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
•    Advise customers on newly available products and programs to promote the OC brand and drive overall sales
•    Follow up with customers as requested
 
Metrics:
•    Call quality score
•    Customer feedback
•    Information accuracy
•    Adherence to schedule
•    Attendance
 
JOB REQUIREMENTS
 
MINIMUM QUALIFICATIONS:
•    High School diploma or equivalent (Associates or Bachelors Degree preferred)
•    At least one year work experience in a customer facing environment
 
EXPERIENCE:
•    Building materials experience desireable
•    1-3 years prior customer service experience
•    Prior experience working in a team environment
•    Demonstrated ability to work independently
 
KNOWLEDGE, SKILLS & ABILITIES:
•    Strong oral and written communication skills
•    Proficient typing skills
•    General business acumen
•    Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
•    Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
•    Strong team building, customer service, planning and organizing skills
•    High attention to detail with the ability to handle multiple priorities
•    Ability to excel in a fast paced and ever-changing work environment
•    Ensures personal accountability
•    Quickly learns and adapts to change
•    Inquisitive and curious